


Online Customer Service Lagging? Call GRM.
Last year, a client noticed that GRM staffers were responding to their customer issues on social media so quickly and in a more appropriate ‘brand voice’ than their internal team. So they asked us to take on all of their online customer service.We gulped. Agencies always like new assignments. But customer service? For a marketing agency? That’s a new one. Then it hit home. We are about creating zealots, and the number one way to build zealotry moments is in handling complaints, questions or frustrating issues. So actually, it seemed a logical and natural extension of what we do as a company.
We are eight months into the assignment and it is no longer an experiment. The perceptual barriers just haven’t materialized. The client is happy and we have established a working process. If you’d like to hear more about our customer service work and see the process and analytics, send us an email. We’ll be glad to give you a quick tour.

4 Reasons Twitter Reigns Supreme in Social Customer Service
The Twitterverse is full of organic (and more recently, targeted) customer interactions with brands, companies, sports teams, celebrities, spokespersons and the list goes on. People often use Twitter to give or receive a retweet of approval, to ask a question or to offer personal reviews of a service or product. The downside, however, is that negative customer experiences voiced on Twitter can result in a loss of sales and customer support, if left unresolved. Why Twitter? You may be thinking that Facebook should be included in this list when it comes to building optimal customer service. Although this channel is undeniably an important element of your company’s social presence, there are a few minor details that help Twitter stand out:- Responsiveness
- Simplicity
- Accessibility
- Visibility
Because positive social interaction leads to increased sales and strong brand reputation, using Twitter as a customer service tool while keeping these 4 points in mind can mean big bucks for your business. Anything you’d like to add to the list? Give us a shout! @findingzealots